Tips for Better Email Support:Think again.
Social, text, live chat and advanced self-service are creating a lot of buzz in contact centers these days, but now is not the time to forget email. It’s time to make it better. Our call center clients often ask, “how do I encourage my customers to use self-service?” Email offers the perfect opportunity to do this without seeming to push your customer off to another channel. Gently point customers in the right direction by suggesting they visit abc.com to do a, b, & c. Or include links to your online knowledge base or self-service portal in the agent email signature. And speaking of the email signature—make sure it includes the name and location of the agent. Again, customers want to know they’re speaking with a human who can effectively solve their problem.www.EmailSupportno.com
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